Field and form rules stops working when changing template
Hi, I've noticed that field and form rules stops working if you change template when creating a new incident request even if the template you are changing to has field and form rules. This applies to both requesters and technicians. 1. Start by creating a new request from a template that has field and form rules applied 2. Before adding the request, klick change template and select another template with field and form rules 3. Now all field and form rules are bypassed. SDP 9327, MSSQL
Approver Inquiry
Can there be a setup where the request approver can inquire more details or ask questions to the service requester before he/she approves the request instead of rejecting the request?
SMS gateway API "playsms"
can i integrate service desk plus with any SMS gateway API, i'm asking because the service desk have only 3 provider built in the admin page. i need to ingrate with playSMS
Request Catalog - new issue form issue
On the self server portal site we are having an issue where a service requests form details are being displayed when opening a new issue. We have the option 'combine service and incident templates' disabled under General -> Self Server settings. If we click on the 'Report an Issue' it opens a blank incident template -- screenshot 1 (expected behaviour) If we click on 'New Issue' a blank incident template appears but another forms description is displayed - screenshot 2 (not expected) The form description
Help with Business Rules
I need assistance with Business Rules module. I have created a rule for a specific kind of tickets and cannot get it to run as I would like to... actually, nothing happens with the ticket. I have tested to enable Turn on cascade execution and Override request values with Business Rule values with no luck - the ticket will still end up in our default view and not addressed to correct technician. Please have a look in the attached screendump. Best regards, Per Hillerström Carlanderska Sjukhuset
Notification to technician when request is unpicked
Hi, We have enabled "Send notification to technician(s) when a request in this group is left unpicked." in our support groups but it does not seem to work at all. Anything I have missed? We do not experience any issue with "Send notification to group technician(s) when a new request is added to this group." BR, Per
v9324, the custom_style.css won't load in the admin view
Hi there, with version 9324, the custom_style.css won't load in the admin view, all other views are OK. Is that correct, or a bug? Thanks for any help here. StefanS
step by step to activate SD plus
Hi there, I am a new be for SD Plus, anyone can help me to give link tutorial step by step to activate and setting SD plus for the first time? Many thanks Mustakim
ServiceDesk Plus Report with Group by Custom Field
I've created a custom field for a service template and would like to be able to generate a report that groups by this field. I noticed that some custom fields show, but not this particular field. I tried to edit the query to include the field as a grouping, but that fails. It even fails when without any edits.
Add Custom Fields to Business Rules
Running into an issue when trying to add new filters to existing business rules. When selecting an Additional Field item we are unable to add it to the rules filter. We can add a default field to the same rule with no issues. v9320 mssql
More than one arguments in Custom Schedules
Hi everyone! Is someone use More one argument(report) in Custom Schedule? I have powershell script, which take arguments from sd (one report): param ( [string]$json = "none" ) $jsondata = Get-Content $json -Encoding UTF8 write-host $jsondata But if I choose two arguments (reports) in custom schedules, I can't see second report. Maybe someone can help with second report?
View Password for Administrator
Is it possible for the Admin of SDP to view the current password of a user?
RestAPI not working?
Hi! After the windowsupdatebatch the RESTAPI for SD+ stopped working. If I try the following: https://sdplus.site.com/sdpapi/request/286618 I get back: This XML file does not appear to have any style information associated with it. The document tree is shown below. <API version="1.0"> <response> <operation name=""> <result> <status>Failed</status> <message>Error when performing - null - null</message> </result> </operation> </response> </API> In the serverout-logfile I can see the following: I was
Add Site to already created Technicians
We have a number of external technicians that access our Service Desk+ The technician accounts for these users were created manually (eg: not integrated with our AD). However, they do not have Site's populated, and there is no way to add one when you edit the technician ('Site' is not listed in the fields you can edit) The only way I can see to do this is to convert them back to a Requester, add the Site via Admin >Requesters, and then convert them back to a technician. I have tested this with 1
Multiple Technicians associated with Role for Workflow Approval
Hi, Sort of related to https://pitstop.manageengine.com/portal/community/topic/does-servicedesk-plus-support-approval-groups-if-so-how, but I cannot find out how to add multiple technicians to a single Site or Organisation Role - the only option I get is to add a single user. I want to create a Role comprising multiple technicians who can approve a Service Catalog Workflow Chris White
Hide a Service Category
Hi I want to create a load of new incident templates without anyone, including technicians, seeing them. I can create an incident template and not assign the Service Category field to an existing Service Category but it generates a fake Service Category called Others. I can hide the requester view ok but not the Technician view. Any ideas on how I can achieve this would be welcome. Thanks Chris Cann SD Plus 9329 MSSQL
Total time spent query report
I need to report query to generate total time spent (work log) per ticket by engineer.The table must contain project,ticket id,ticket subject,time spent engineer and total time spent. Can you help me to create report query for same Version : 9.0 Build 9004 Database : postgres
Request closure detail - report
Hi, Is it possible to include the above in a report? I can add request closure code and request closure comments but not "detail". Is this possible? Thanks and regards Paul
Delete requesters en masse
I'm guessing the answer to this is 'No' but thought I'd try anyway :) I've identified a list of Requesters that I would like to delete from ServiceDesk+. I have them in an excel spreadsheet, and for each I have the unique User_id ref number. Is it at possible to delete these en masse - similar to how you have an option to add requesters via CSV, but delete instead? Is there any other automated way I could delete these users? I have approx 1500 Version and Build: 9.2 Build 9221 (We will be moving
How to execute the agent on a scheduled task to run an existing agent installed to scan?
How to execute the agent on a scheduled task to run an existing agent installed to scan? What is the command to an existing install.
Editing templates for CI Types in Asset Module
We are using Professional version. Is there any way to design, change existing forms/templates that CI types are using ? Like Access Points or Storage etc. I would like to add some fields. Access Point CI type form = (Asset Details) don't have IP address field that we want to use.
Hide Resolved status for one role
Hi everyone! I need to hide or denied to set field status "Resolved" for one role and one template. Case: Our developers team must set status "Testing" after done the request. Now they also can choose status "Resolved". Need this feature to one template "development". I try to make it different ways: 1) On form load, execute script: if( ($CS.hasRole("SD_Developer"))){ $CS.removeOptions("STATUS",["Sprint", "New", "Approve","In next sprint","Closed","Denied","Resolved","RFC"]); } It's working only
Query Report - Requestors who have never placed a ticket
May someone help me with creating a query for All requestors who have never placed a ticket?
Service Desk Plus Confidential Requests
Hello, Is there a way to make specific requests confidential so that only the technician assigned or group assigned may see the request? We have HR confidential requests that we would not want anyone else to see.
Other HelpDesk solutions integration
Good day! We need to integrate several helpdesk systems. We will use ServiceDesk Plus on our side, our partners have other helpdesk systems. All of them are able to use rest-api. We need to transfer incidents between our ServiceDesk Plus and the helpdesk systems of our partners. When performing actions with incidents in our ServiceDesk Plus, it is necessary to perform automatic rest-requests to transfer data to our partners' helpdesk systems. From the documentation it is clear that I must use the
Reports
Hi Guys, I am new to ME and hence this request. This might seem a bit trivial but here we go. I am struggling to create reports: 1) all open cases 2) breakdown of all cases open/closed, agent wise Can anyone out there advice on how to write/manipulate a query to get the above results? Many thanks Raj
Closing of Request by Requester
Hi, can a requester close his/her request that is not yet resolved? For example, they want to cancel their submitted request,. Is it possible for a requester user to close the ticket?
Change Management - Requester View
Is it possible for Requesters to see what Change Requests have been logged in their name and see the current status?
SSO with Google
Hi community, there is any way to use the Google login and password to logon into SDP?
Change Management - Status change Comments (mandatory)
How can I turn off the Change Status Comments box that keeps popping up? It's annoying....
Limit of values for additional fields
Hello to all, we need to create a new additional field (picklist) for requests with nearly 250 values and we would like to know if it's possible or could generate a performance problem. Thanks in advance
Advanced Filtering by a "Multi Select" value
Hi, I created a report and would like to Advanced Filtering by a "Multi Select" value. But no "Multi Select" can select in Advanced Filtering. Is there any query can Filtering by a "Multi Select" value? Please help. Thanks.
Large list of entries to import in to pick list
Hello, I have a couple of pick lists that I need to create, both consisting of around 300 entries each. I would rather not have to add these in manually as it takes forever! Is there a way you can import these in to ServiceDesk or if this isn't possible to do this can you connect in to the database and import them that way? Thanks, Matt
Allow Human Resource To View All Service Catalogs Related to New Employees
We are trying to implement the following workflow for new employees. 1. Manager logs into SDP and fills out a new Service Request for a new hire (which requires approval) 2. The submit the Request for approval 3. Human Resource (HR) receives an email 4. HR logs into SDP, reviews the request and Approves. 5. IT does works on request and closes ticket. The above works so far in our proof of concept. How can I allow HR to see all the open Service Requests for new hires? Right now they can only see their
Question about notification on request closure
This seems obvious but I want to confirm. We have ServiceDesk Plus configured to close a ticket three days after it is resolved. We notify the requester when we resolve the ticket, and do not want to send a notification when the ticket is closed. However, that appears to be what is happening. We have Acknowledge requester by e-mail when the request is updated turned on, and Acknowledge requester by e-mail when the request is closed turned off, but it appears that the system considers automatic closure
SLA doesn't consider operating hours
SLA doesn't consider operating hours, despite the operating hours is active and the SLA's have been configured to consider only the operating hours
Notification for user deletion while AD Sync
Hi all Question, who (what role) will be receiving this type of notification like attached screen shot? It on the little bell on site. Few of our technician reported they are receiving this but annoying as not relevant to them. Is there any way to stop but few admin people? Thanks, Ben
Share Request sections doesn't save data
I open I ticket then I go to share request section at the botton of the ticket I add users to share with ticket with them I click on share, the share request section is updated. Then I go to requests and I open the ticket again and the Share request section is empty. "This Request is not shared with any user. Click here to share. " It looks like features are release without proper testing.
Divide Departments ServiceDesk Plus.
Hi, I have the following question. We use ServiceDesk Plus and have two Departments. I only want our Department to see the Solutions, the other Department don't need to see these Solutions because different organization. Also we don't want the other Department to see the Announcements. Is there any way how we can solve this by rights or hide? I've try to find a solution but cannot find. Thanks in advance for every reply! Regards, Frank Jansen
Is there a way to undo a rejection of an approval? (or to delete it?)
We had a user that mistakenly rejected an approval, and we are not able to undo this action
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